Join our team

About Us:

At Uniting AgeWell, our focus is on supporting older people to experience a sense of wellbeing, choice and independence, to feel valued as members of their community and to have easy access to the community or residential services they need to live the life they want. With services across Victoria and Tasmania, our 5,000 staff and 600 volunteers are committed to delivering high-quality services and care.

Uniting AgeWell provides a workplace culture based on the BEST philosophy – Believe, Excel, Support and Trust – underpinned by our values of Kindness, Respect, Integrity, Innovation and Inclusion and our customer service charter and promise that shape and inform all that we do. More information is available on the Uniting AgeWell website - www.unitingagewell.org.

Why choose Uniting AgeWell?

• Easy access to public transport and free on-site/off-site parking
• Salary packaging benefit
• 4 weeks annual leave
• Career pathways, education and training opportunities
• Comprehensive Employee Assistance Program available 24/7 for our staff
• Not-for-profit, values-based organisation

About the role:

As a Customer Care Agent, you will often be the first voice clients, families and representatives hear when they contact Uniting AgeWell. Working as part of our Customer Care Centre, you will provide warm, accurate and practical support across phone and email enquiries relating to Home Care, Health and Wellness, Retirement Living, Residential Care and finance-related matters.

Based at our Burwood community hub, you will help clients and prospective clients understand their options, navigate our services and take the next step with confidence. You will do this by listening carefully, recording information accurately, resolving enquiries where appropriate and escalating or handing over to the right person when further support is needed. This role works closely with the Customer Care Centre Lead, who provides day-to-day team leadership, coaching, quality improvement and service performance oversight.

Your key responsibilities will include:

• Responding to inbound phone and email enquiries in a warm, professional and timely manner
• Providing clear and accurate information about Uniting AgeWell services and guiding customers to the right next step
• Creating and updating customer service requests, referrals and enquiry records with care and attention to detail
• Supporting intake and referral processes by capturing relevant information and completing right-first-time handovers
• Resolving straightforward enquiries and escalating complex matters, complaints or urgent issues to the Customer Care Centre Lead or relevant service area
• Using CRM, telephony and other systems to maintain accurate records and support a positive customer experience
• Participating in team processes, training and quality improvement activities as guided by the Customer Care Centre Lead
• Undertaking administrative tasks that support the smooth day-to-day operation of the Customer Care Centre

About you:

You are a calm, capable and customer-focused communicator who takes pride in helping people feel heard, informed and supported. You bring empathy, accuracy and sound judgement to every interaction, and you are comfortable working in a busy contact centre environment where priorities can shift throughout the day.

This role would suit someone who has:

• Experience responding to customer enquiries in a contact centre, customer service or similar frontline environment
• Strong communication skills and the ability to engage respectfully with people from diverse backgrounds
• A warm, professional and solutions-focused approach to customer service
• Sound judgement and the ability to recognise when an enquiry should be escalated
• Strong attention to detail and confidence recording information accurately
• Experience using CRM, case management, telephony or similar systems; experience with AlayaCare would be advantageous
• Good digital literacy, including confidence using Microsoft Word, Excel and Outlook
• Experience in aged care, community services or health settings, which would be highly regarded
• A collaborative approach and commitment to contributing positively to a supportive team culture
• A commitment to being part of a workplace culture based on the BEST way of life (Believe, Excel, Support and Trust)

Essentials for working in Aged Care:

• A current Working with Children Check and Police Check
• Current and ongoing flu vaccinations
• Australian working rights
• Ability to pass a national police clearance and NDIS clearance
  
  

Make a positive difference in your community – apply now!

Aboriginal and Torres Strait Islander peoples are encouraged to apply for this role.

For more information, please contact the Recruitment Team at Recruitment@unitingagewell.org. Please note the position and location.

Only shortlisted candidates will be contacted. We look forward to hearing from you.